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Sidekick brings AI to one of the most time-consuming communication mediums to support: Email. With Sidekick Email, you can deliver fast, personalized resolutions without overwhelming you support team with long email threads and time-consuming context. Sidekick transforms email into a responsive channel while preserving the quality, empathy, and nuance that Customers expect. Sidekick intelligently interprets long emails, even if they have multiple topics, takes action when possible, and hands off to an Agent with full context if a human touch is needed.
Benefits of Sidekick Email
Handles Complex Emails with Ease
Support teams deal with long email threads, forwarded chains, and multi-part questions. Sidekick is built specifically for this reality, cutting through the clutter to deliver clear, accurate, and empathetic responses. This helps Agents spend less time deciphering Conversations and more time resolving them.
Personalize Every Reply
Customers expect to feel recognized, not like a ticket number. Sidekick draws from the full Customer history — past Conversations, preferences, and purchase details — to craft responses that sound like your brand, reflect your policies, and avoid repetitive questioning. Every reply feels personal and consistent.
Resolves More with Automation
Sidekick Email goes beyond answering common questions. It can fetch data, complete simple actions, and fully resolve issues whenever possible. By handling repetitive tasks and resolving a larger share of inquiries upfront, it reduces escalations, lowers handle times, and frees Agents to focus on complex cases where their expertise matters most.
Seamless Handoffs to Agents
When an issue requires a human touch, Sidekick hands off the entire Conversation with full context intact. Agents don’t have to re-read long email chains or ask Customers to repeat themselves. This saves valuable time, improves resolution speed, and ensures customers experience a smooth transition from AI to human support.
Easy to Manage and Continuously Improve
Unlike traditional tools that require engineering support, Sidekick is owned by the CX team. Managers can train, configure, and refine its behavior using plain language, keeping responses on-brand and compliant. Plus, built-in feedback loops mean Sidekick learns from every conversation — getting smarter, more accurate, and more aligned with your brand’s style over time.
Utilize the same Guides across all Channels
Sidekick Email utilizes the same Guides as Sidekick across all Channels. This means there’s no need to create Channel-specific Guides for Sidekick. For instance, if you create a Guide on addressing questions about your return policy, Sidekick will apply that Guide across all Channels, including Sidekick Email. You manage and control how Sidekick operates through one user-friendly UX.